Processing Social Media Workbench Messages

Prerequisites

1. The social media feature has been enabled for the tenant.

   The social media feature is changed to feature control. In the upgrade scenario, this feature is disabled for historical tenants by default. However, the social media menu is available, and the social media feature can be used.

2. The agent has published YouTube videos and Facebook posts under > Account Post.
3. Operations personnel have been assigned to the Facebook and YouTube release channels.
4. The agent is an employee of the current tenant and has the permission on the social media, multimedia message processing, enterprise account message processing, and offline message processing menus.

Context

• When the operations personnel access the social media message menu, the system automatically queries and displays the unprocessed posts of the operations personnel in a list. The details are as follows:
  • Facebook mentions are automatically synchronized by a scheduled task every 10 minutes.
  • Facebook comments are synchronized through the Webhook and scheduled task. The Webhook synchronizes comments in real time, and the scheduled task synchronizes comments every 10 minutes.
  • YouTube comments are automatically synchronized by a scheduled task every 30 minutes.
• Facebook messages include mentions and comments, while YouTube messages include only comments.
• Operations personnel who have the permission to process multimedia messages can view Facebook mentions. Operations personnel who have the permission to process enterprise account messages can view Facebook and YouTube comments.

Procedure

1. Sign in to the AICC as a tenant administrator and choose > Social Media Workbench.

   Posts that mention operations personnel are displayed in a list.

2. View Facebook mentions.
   1. Click the Current tab and click a mention to view its details, number of followers, user ID, user name, age, and gender.
      You can perform the following operations.

      Table 1 Operations

      Button	Description
      	Mark as processed in batches.
      Private Reply	Private messages cannot be sent to the public home page.
      Mark as Processed	Mark a mention as processed.
      Source	Jump to original post.
      	View mention details.

   2. Click the History tab and click a mention to view its details, number of followers, user ID, user name, age, and gender.
      You can perform the following operations.

      Table 2 Operations

      Button	Description
      Private Reply	Private messages cannot be sent to the public home page.

3. Process Facebook and YouTube comments.
   1. Click the Current tab and click a comment to view its details, number of followers, user ID, user name, age, and gender.

      You can perform the following operations.

      Table 3 Operations

      Button	Description
      Reply	Reply to the commenter for a comment. Facebook: For details, see Table 4. YouTube: For details, see Table 5. Click Delete to delete a reply.
      Private Reply	Send a private message to the commenter for a comment. Currently, private messages can be sent only to Facebook users, but cannot be sent to the public home page. For details, see Table 4. NOTE: The commenter can send a private message to the commenter only when the commenter has sent a private message to the public home page within 24 hours.
      Mark as Processed	Mark a mention as processed.
      Source	Jump to original post.
      	View mention details.

      Table 4 Replying to a Facebook comment or sending a private message

      Button	Description
      	Select an emoji to send.
      	Select a multimedia file in the multimedia library and send it quickly. Currently, only images can be sent. For details, see Managing the Multimedia Library.
      	Select a local multimedia file to send. The file size is specified by the tenant parameter Maximum size of uploaded social media images. For details, see Setting Tenant Parameters. The following file types are supported: JPEG JPG BMP PNG GIF TIFF
      	Perform a spelling check to avoid spelling errors, improving agent experience. Only the text in the email body is extracted for correction. Misspelled words are displayed in red. The language can be switched for the spelling check again. Currently, the spelling check supports the following languages: Chinese, English, Portuguese, and Traditional Chinese. For details, see the tenant parameter Spellcheck supported languages dictionary in Setting Tenant Parameters. Agents can manually correct spelling errors.

      Table 5 Replying to a YouTube comment

      Button	Description
      	Select an emoji to send.
      	Perform a spelling check to avoid spelling errors, improving agent experience. Only the text in the email body is extracted for correction. Misspelled words are displayed in red. The language can be switched for the spelling check again. Currently, the spelling check supports the following languages: Chinese, English, Portuguese, and Traditional Chinese. For details, see the tenant parameter Spellcheck supported languages dictionary in Setting Tenant Parameters. Agents can manually correct spelling errors.

   2. Click the History tab and click a comment to view its details, number of followers, user ID, user name, age, and gender.

      You can perform the following operations.

      Table 6 Operations

      Button	Description
      Reply	Reply to the commenter for a comment. Facebook: For details, see Table 7. YouTube: For details, see Table 8. Click Delete to delete a reply.
      Private Reply	Send a private message to the commenter for a comment. Currently, private messages can be sent only to Facebook users, but cannot be sent to the public home page. For details, see Table 7.
      Source	Jump to original post.
      	View mention details.

      Table 7 Replying to a Facebook comment or sending a private message

      Button	Description
      	Select an emoji to send.
      	Select a multimedia file in the multimedia library and send it quickly. Currently, only images can be sent. For details, see Managing the Multimedia Library.
      	Select a local multimedia file to send. The file size is specified by the tenant parameter Maximum size of uploaded social media images. For details, see Setting Tenant Parameters. The following file types are supported: JPEG JPG BMP PNG GIF TIFF
      	Perform a spelling check to avoid spelling errors, improving agent experience. Only the text in the email body is extracted for correction. Misspelled words are displayed in red. The language can be switched for the spelling check again. Currently, the spelling check supports the following languages: Chinese, English, Portuguese, and Traditional Chinese. For details, see the tenant parameter Spellcheck supported languages dictionary in Setting Tenant Parameters. Agents can manually correct spelling errors.

      Table 8 Replying to a YouTube comment

      Button	Description
      	Select an emoji to send.
      	Perform a spelling check to avoid spelling errors, improving agent experience. Only the text in the email body is extracted for correction. Misspelled words are displayed in red. The language can be switched for the spelling check again. Currently, the spelling check supports the following languages: Chinese, English, Portuguese, and Traditional Chinese. For details, see the tenant parameter Spellcheck supported languages dictionary in Setting Tenant Parameters. Agents can manually correct spelling errors.